New service

This form is used to create a new services.

Alvao 25.2

Since the Alvao version 25.2, users can only submit tickets in leaf services in the service tree via the Home page, i.e., only in services without any child service. It's no longer possible to submit tickets in services that have any child service.

Options:

• General

  • Service name - enter the service name.

    tip

    We recommend naming services that contain tickets (not just folders in the service tree) with a plural name, e.g. Leave tickets, Improvement ideas, etc.

  • Email - enter the service email from which notifications will be sent to requesters and members of the service team. The email can be entered as email address (e.g., support@alvao.com) or name-service <email-address> (e.g., Technical Support <support@alvao.com>). Separate multi-word names with a space, do not use commas, semicolons or other punctuation marks.

    note

    Do not use an email that is already assigned to a user.

  • Phone - enter the phone number of the main service provider.

  • Description - enter brief information about the service. The service description is displayed to requesters in the service catalog.

  • Process - select the process from the menu that will be used to process tickets in the service.

    note

    Process defines, among other things, the workflow and the visible ticket fields.

  • Ticket tag prefix - specify the prefix of the ticket tag. The ticket tag has the format <prefix>ticket number<suffix>, e.g., T123ALVAO. The ticket tag is automatically included in the subject line of notifications and other messages and is used to associate the message with the correct ticket.

  • Ticket tag suffix - Enter the ticket tag suffix, see Ticket tag suffix.

  • Preferred language - the language of the service in which notifications are sent to service main solvers.

  • Time zone - the time zone in which all dates and times in notifications sent to the service main solvers will be reported.

  • Folder (tickets cannot be entered into the service) - Enable if you want to disable the creation of tickets in this service. A folder can have child services that can be used to insert tickets.

  • Require solver license - enable if you want to ensure that the service requires a solver license regardless of the SLA assignment to the Host user. If the service requires a license per solver, the license must cover all members of the service team. Requesters then do not require any license. For more information, see License Service Desk.

  • Service shortcut - If you only want to create a shortcut that points to another service, enable this option and select the target service. Service team and Requesters are applied to the shortcut according to the target service.

    • ... - or select the service from the service tree.
    note

    Once a service is created, this option cannot be changed.

• Service catalog - Setting the appearance of the tile in the service catalog in the WebApp, setting keywords, order in the tree, and default ticket templates.

• Objects - select the objects on which the service will appear in the service menu to create a new ticket.

• Message loading - setup loading messages from the mailbox.

• Extended - setting the processing flow of the ticket.

• Notification - setting to send automatic notifications about the occurrence and progress of tickets for the service being edited.

• Other - manage custom service items

note

Fields Service name, Email, Prefix, Suffix and menus Process, Language, Time zone are mandatory.